AccountId: 011433970860
ContactId: 2c52e4d7-ffcb-4282-a572-78d0dc1ba221
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302820 ms
Total Talk Time (AGENT): 92212 ms
Total Talk Time (CUSTOMER): 171848 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/2c52e4d7-ffcb-4282-a572-78d0dc1ba221_20250310T13:27_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, hi, um, I'm, uh, I'm calling because I tried to find out, uh, uh, if I can submit a claim, uh, that's the receipt of one of my medical bills through email.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Can I have your policy number?
[CUSTOMER][NEUTRAL] Uh, so the policy number is uh
[CUSTOMER][NEUTRAL] Um, well, the group is 20263.
[AGENT][NEUTRAL] I need a policy number.
[CUSTOMER][NEUTRAL] The policy number.
[AGENT][NEUTRAL] To say policy or certain number on your card.
[CUSTOMER][NEUTRAL] Uh, I'm, I'm, I'm looking at the, at the, at my, at my card. Where would I find that?
[AGENT][NEUTRAL] It should say cert number or policy number.
[CUSTOMER][NEUTRAL] Says uh coverage group plan, me link, select group me out in, in hospital benefit uh certificate certification number, outpatient benefit cert.
[AGENT][NEUTRAL] Yeah, that's the cert number. cert is short for certificate number.
[CUSTOMER][NEUTRAL] OK, same number. OK.
[CUSTOMER][NEUTRAL] OK, I'm sorry, so 0138?
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 189
[CUSTOMER][NEUTRAL] 2 M as in Michael L as in Lima 8.
[AGENT][NEUTRAL] Thank you. And could you verify your full name, mailing address, and your date of birth?
[CUSTOMER][NEUTRAL] OK, so the claim that I'm sending is for [PII].
[CUSTOMER][NEUTRAL] The um the date of birth, I'm not sure.
[CUSTOMER][NEUTRAL] Uh, give me just one moment. No, I am, I'm just the assistant, so I'm trying to send a link for my boss. I sent the claim for my boss. We, I, I, I have the insurance too or through, through, I have the same card but I'm just sending a claim for him right now.
[AGENT][NEUTRAL] Are you the provider?
[AGENT][NEUTRAL] So do you have, you don't know his date of birth or we have to have that?
[CUSTOMER][NEUTRAL] Um, I don't, I don't know, I think it's [PII].
[AGENT][NEUTRAL] Thank you and what was your call? Can I have a callback number for you just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Could you spell that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what was your question?
[CUSTOMER][NEUTRAL] My question is, I just wanna know uh if there's an email address that I can submit the the, the, the receipt of the medical bill that he has.
[AGENT][NEUTRAL] Um, I can give you a fax number.
[CUSTOMER][NEUTRAL] For the claim.
[CUSTOMER][NEUTRAL] That's what I'm saying like if I don't have a fax number, how do I submit the claim?
[AGENT][NEUTRAL] Yes, I have a fax number. Let me know when you're ready for the fax number.
[CUSTOMER][NEGATIVE] No, what, what if I don't have the fax? how can I submit the mail in another way?
[AGENT][NEUTRAL] Well, you can send it by mail.
[CUSTOMER][NEUTRAL] Uh, just normal mail?
[AGENT][POSITIVE] Yes, or he can do we have an online account he can upload it that way as well.
[CUSTOMER][NEUTRAL] Oh, OK, OK, so if he has, OK, I, I don't think he has it. I might, I might be able to, um, create an account for him. OK, so via the via mailer is OK too if I send a mail, normal mail, OK.
[AGENT][NEUTRAL] Yes, by mail, fax, and online.
[CUSTOMER][NEUTRAL] OK, what's the fax number?
[AGENT][NEUTRAL] The fax number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] that's [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. And what do I need to send along with the, with the bill, um, from the hospital? Do I need to send?
[AGENT][NEUTRAL] So you will need your
[AGENT][NEUTRAL] You need the explanation of benefits from the primary insurance company.
[CUSTOMER][NEUTRAL] The explanation of benefits, OK.
[AGENT][NEUTRAL] Yes, and then you would need documentation from the facility where he receives services with the diagnosis codes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Along with your receipt if you have one, but we really uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then the receipt. OK, I have the invoice of that place, OK.
[CUSTOMER][POSITIVE] OK, thank you so much and that's it and I uh
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] What do I need to send the, the, the copy of my card of the insurance, uh, of this insurance card?
[AGENT][NEUTRAL] No, ma'am. We are the insurance company, so no, ma'am, we don't need the copy of your card.
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate that.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] Thanks for calling APL and have a great day, [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.